Reservations Agent

21c Museum Hotels; Ras Al Khaimah; On-site; AED 60,000 - 120,000; Full time

Job summary

A prominent hotel chain in Ras Al Khaimah, UAE is seeking individuals to manage room reservations and enhance customer loyalty by providing excellent service. Candidates should possess strong communication and sales skills to manage guest relationships and resolve complaints effectively. The role involves adherence to hotel standards and relationship maintenance with various stakeholders including guests and agencies.

Responsibilities

• Handle incoming and outgoing room reservation requests to hotel standards.
• Attract guests and enhance loyalty through distinctive service.
• Manage guest complaints professionally and resolve to satisfaction.
• Maintain good relationships with all bookers: guests/companies/agencies.

Skills

Communication

Sales skills

Customer service

Conflict resolution

Job description

Company Description

Sofitel Al Hamra Beach Resort

Job Responsibilities

• To attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures.
• To attract guests and to enhance their loyalty, providing a distinctive service Talent & Culture tough communication and sales skills, in order to improve the hotel's image and to increase revenue.
• To recognize potential clients and to transmit information to the Sales Department.
• To recognize VIP guests and to apply the concerned policies.
• To maintain a good commercial relationship with all the bookers: guests/companies/agencies.
• To promote the Accor loyalty programs and the hotel promotions.
• To respect the privacy of the guests and the confidentiality of the information.
• To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
• To report all guest comments or complaints.
• To call the supervisor or manager for advice in serious cases or if an approval is required.
• To properly use the telephone etiquettes as per Sofitel standards.
• To have a perfect knowledge of room types and rate structure.
• To ensure the accuracy of all booking information entered in the PMS.
• To maintain an accurate Guest History.
• To have a perfect knowledge of the hotel configuration and products.
• To achieve Quality Tools and Yield Management performance.
• To know the competitors and to gather information about their activities and sales.
• To provide updated reports and statistics to the Management and other departments.
• To follow up availability and rate charts on TARS and other booking systems / channels.
• To maintain database for ATACS follow up.
• To follow daily check-lists.
• To fulfill administrative tasks and filing.
• To properly use and maintain the reservation communication system (telephone, fax, e-mail).
• To read and update logbooks.
• To maintain appropriate stock level for the smooth run of the reservations operations and to initiate requisitions accordingly.
• To be updated with the latest administrative, organizational, operational or other changes and news.
• To share daily activity highlights with the supervisor and manager including internal and external guest opportunities.